AccountId: 011433970860
ContactId: 768fb06b-0320-4aeb-9e8c-74cacb92dc25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496459 ms
Total Talk Time (AGENT): 198582 ms
Total Talk Time (CUSTOMER): 172664 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/768fb06b-0320-4aeb-9e8c-74cacb92dc25_20250124T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name insured is [PII] for [PII] calling from Pro billing office regarding the claim status.
[AGENT][NEUTRAL] OK, [PII], you have, I'm sorry, [PII], you have one claim status to check?
[CUSTOMER][NEUTRAL] Yes, only one.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sorry, I wasn't able to understand the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, that policy number is 02265946.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the member first name is [PII] and [PII], the last name was [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] What did
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just one moment, please, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] So what did I got this.
[CUSTOMER][NEUTRAL] [PII] and total charge amount is 322 $320 even.
[AGENT][NEUTRAL] 320.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the provider, the facility name?
[CUSTOMER][NEUTRAL] Yes, the facilities of Waterloo urgent care walk-in clinic.
[AGENT][NEUTRAL] OK, we do not have a claim on file for her for data service 210-2024 in that billed amount.
[CUSTOMER][NEUTRAL] There is no claim for the right.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] That's a file for the the uh so may I know the policy effective date please.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm. And time that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you requesting.
[CUSTOMER][NEUTRAL] OK, may I know the client mailing address, please?
[AGENT][NEUTRAL] [PII]'s mailing address is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you repeat that please [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh just a moment.
[AGENT][NEUTRAL] The zip
[CUSTOMER][NEUTRAL] Yes, [PII] and then.
[AGENT][NEUTRAL] The state is [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0 [PII] and then [PII]?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] mhm.
[AGENT][NEGATIVE] No, no. No, no, no, no. No sir, that's, no.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, mm group name group number?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Group number 22517.
[AGENT][NEUTRAL] Group name Growing Green Incorporated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you repeat that, please?
[AGENT][NEUTRAL] Growing
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Green
[AGENT][NEUTRAL] Incorporated.
[CUSTOMER][NEUTRAL] Incorporate. So could you spell the name please first?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, what do you need for me to spell?
[CUSTOMER][NEUTRAL] So could you spell the group name?
[AGENT][NEUTRAL] The group name is G R O W I N G.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Next word, G R E E.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] N
[AGENT][NEUTRAL] And then the abbreviation INC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Growing green, OK. And uh
[AGENT][NEUTRAL] And because
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So may I know the time limit for claim submission?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And because this is a supplement to the primary insurance, you must also send the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEGATIVE] We can't do this
[CUSTOMER][NEUTRAL] OK, I need to submit the primary, right?
[AGENT][NEUTRAL] And then once we
[AGENT][NEUTRAL] Primary EOB, yes.
[CUSTOMER][NEUTRAL] Mm, OK. And then, um, may I know the call reference number, please?
[AGENT][NEUTRAL] And once we are processed.
[AGENT][NEUTRAL] Once we have processed our claim, [PII], you may check claim status and print the explanation of benefits for APL by going to our portal at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK [PII] mhm.
[AGENT][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] No, there's no [PII].
[AGENT][NEUTRAL] Only type in [PII].
[AGENT][NEUTRAL] And for the reference number, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, your name is [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so for today's date, OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else that I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Nothing else. Thank you for the information. Have a wonderful day. Bye bye.
[AGENT][POSITIVE] Mm, I, I hope you have a nice day as well and thank you again for calling APL.